Case Study: Eastman Kodak Company achieves accelerated digital transformation and improved customer satisfaction with ServiceMax Asset 360

Accelerating Digital Transformation with Eastman Kodak

Eastman Kodak, a global manufacturer in commercial printing and advanced materials, is in the midst of a company-wide digital transformation to streamline service, boost productivity, and improve customer experience. Growth, product segmentation and legacy systems had created fragmented processes and data silos, which COVID-19 exposed by making on-site support unreliable; Kodak needed a customer-centric, asset-focused system and a single point of contact to resolve issues faster.

Kodak selected ServiceMax Asset 360, natively built on Salesforce, to deliver real-time asset insights, unified service data and improved technician productivity. The platform enabled virtual and mixed-reality support (including a large remote press install), helped Kodak move toward a remote-first service model with a target to raise remote resolution from 35% to 65%, and set the stage for uptime kits, IoT and machine-learning-driven predictive maintenance — increasing uptime, reducing cost, and improving customer satisfaction.

Eastman Kodak Company

Todd Bigger